Summary/Objective:

Under general supervision, provides IT user support both remotely and onsite. Prioritizes, documents, troubleshoots, analyzes, and resolves end-user help request. Deliver and setup computers, laptops, and other end user devices.  Provides support for local and cloud-based software and systems. Develops documentation, user guides, and training for user software and hardware.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provides timely and professional IT customer support for GVRA.
2. Supports end users via remote support tools or in person for issues such as new equipment setup, hardware, software, cloud, or other IT related issues.
3. Maintains computer systems, maximizing system functionally and efficiency.
4. Perform basic systems administration duties for cloud and on-prem systems.
5. Document the problems encountered and develop the most fitting solution.
6. Prepares knowledge-based documents and content.
7. Maintain software and hardware inventory for IT assets.
8. Assist user with 365 products (Office365, Teams, SharePoint).
9. Supports mobile devices.
10. Help to promote culture of information security within team and throughout the agency.
11.  Performs other related duties as assigned.

Competencies:

1. Communication Proficiency.
2. Teamwork.
3. Problem Solving.
4. Technical and mechanical Capacity.
5. Collaboration Skills
6. Thoroughness
7. Flexibility

Supervisory Responsibility:

N/A

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. This position occasionally requires long hours and weekend work.

Travel:

Travel is primarily during the business day, although some overnight travel may be expected.

Preferred Education and Experience:

Preferred Certifications:

• CompTIA A+
• CompTIA Network+

Preferred Experience:

• 2 years of experience providing IT support in enterprise environment.
• Proficient troubleshooting and problem-solving skills.
• General knowledge and experience with Active Directory user support.
• 2 years Office 365 Support Experience.
• Experience with current Microsoft Windows Operation systems, Microsoft Office apps, and Apple iOS.
• Basic understanding of Audio-Visual equipment.
• Understanding of IP networking fundamentals and troubleshooting.

Work Authorization/Security Clearance:

As a condition of employment with Georgia Vocational Rehabilitation Agency, you must successfully complete a mandatory federal and national background check, pre-employment testing, and additional checks required for your job.

AAP/EEO Statement:

GVRA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

GVRA:

The Georgia Vocational Rehabilitation Agency operates five integrated and interdependent statutory programs that share a primary goal - to help people with disabilities to become fully productive members of society by achieving independence and meaningful employment. Our programs impact both employers and job seekers. Our bottom line is to tailor our services to fit your needs. And our promise to you is consistent professional service with responsive and responsible follow-up.